LivePerson (NASDAQ: LPSN) is the global leader in enterprise conversations. Hundreds of the world’s leading brands — including HSBC, Chipotle, and Virgin Media — use our award-winning Conversational Cloud platform to connect with millions of consumers. We power nearly a billion conversational interactions every month, providing a uniquely rich data set and safety tools to unlock the power of Conversational AI for better customer experiences.

At LivePerson, we foster an inclusive workplace culture that encourages meaningful connection, collaboration, and innovation. Everyone is invited to ask questions, actively seek new ways to achieve success, nd reach their full potential. We are continually looking for ways to improve our products and make things better. This means spotting opportunities, solving ambiguities, and seeking effective solutions to the problems our customers care about.

Overview

LivePerson is looking for an experienced Senior Support Engineer to join our global Customer Support team and serve as a senior technical resource for our EMEA customers. In this role, you'll take ownership of complex technical challenges, investigate and resolve advanced platform issues, and work directly with enterprise customers to deliver effective solutions. You'll bring strong troubleshooting and analytical skills, along with hands-on experience in web technologies, SQL, APIs, and networking, to diagnose issues and drive resolution.

Beyond solving technical problems, you'll play an important role in strengthening the expertise of our global support organization. Working closely with Product Management, Engineering, and other internal teams, you'll help identify recurring issues, improve troubleshooting processes, and share knowledge that enables the wider team to deliver exceptional customer support.

If you enjoy digging into complex technical problems, working directly with customers, and being the go-to technical expert others rely on, we'd love to hear from you!

You will

Own Complex Technical Issues: Act as the senior technical point of contact for escalated customer issues across the EMEA region, leading investigations and driving complex problems through to resolution.
Troubleshoot & Resolve: Diagnose and resolve advanced application and platform issues for enterprise customers, using your technical expertise to identify root causes and deliver effective solutions.
Drive Customer Outcomes: Manage complex and high-priority customer situations, maintaining clear communication, setting expectations, and ensuring a high level of customer satisfaction.
Partner Across Teams: Work closely with Product Management, Engineering/R&D, and other business units to investigate issues, coordinate resolutions, and advocate for customer needs.
Build Technical Expertise: Become a Subject Matter Expert (SME) for specific platform features or technical domains, developing deep knowledge of troubleshooting tools, processes, and methodologies.
Be the Voice of the Customer: Identify recurring technical challenges and communicate customer feedback and product insights to development and service teams to help drive improvements.
Mentor & Elevate the Team: Share technical knowledge, coach fellow Support Engineers, and help develop the team's ability to independently troubleshoot and resolve complex issues.
Improve Support Operations: Identify opportunities to improve troubleshooting processes, support tools, and workflows to increase efficiency and reduce recurring escalations.
Contribute to Team Initiatives: Lead or participate in internal projects that strengthen the capabilities and effectiveness of the global Support organization.

You have

Excellent written and verbal English communication skills, with the ability to explain complex technical concepts to both technical and non-technical audiences.
Strong customer-facing skills and the ability to confidently manage complex, high-pressure situations, including leading technical incident bridges.
Proven experience troubleshooting and resolving complex technical issues within customer-facing applications or SaaS platforms.